Client Success Representative at The Knot Worldwide

WHAT WE DO MATTERS:

At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.

ABOUT THE ROLE AND THE TEAM:

Our client success team is built up of Client Success Specialists who focus on retaining and supporting new vendors as they begin their journey on the Hitched platform. You will act as the main point of contact during their first 3 to 6 months - ensuring a smooth onboarding process, setting clear expectations, resolving concerns efficiently, and providing ongoing support to maximise vendor satisfaction and long-term engagement.

This role requires exceptional customer service, complaint handling, and relationship-building skills. You’ll play a critical part in helping vendors see value quickly, remain engaged, and feel confident in their partnership with Hitched.

YOUR RESPONSIBILITIES:

Onboarding & Training: Guide new vendors through platform setup, providing clear and friendly training to get them up and running smoothly.
Customer Retention & Relationship Management: Serve as the first point of contact for auto-renewal clients, engaging those considering cancellation. Highlight the value and performance of the platform to address concerns and retain the business.
Complaint Handling & Conflict Resolution: Manage and resolve any vendor concerns or complaints in a calm, empathetic, and timely manner, ensuring positive outcomes and turning potentially negative experiences into success stories.
Performance Coaching: Help vendors optimise their storefronts, improve visibility, and understand how to generate more enquiries using platform tools.
Communication & Support: Be consistently available to vendors via phone and email, addressing their queries and guiding them through challenges with patience and professionalism.
Collaboration: Work closely with the new business sales team and account managers to provide a seamless experience across all touchpoints of the vendor journey.
Time & Task Management: Develop daily call plans, keep detailed records in our systems, and manage a personal pipeline of new accounts effectively.
Monitoring Success: Track key metrics like storefront engagement and account activity, taking timely action to support struggling vendors and improve their performance.

SUCCESSFUL CANDIDATES WILL HAVE:

Strong phone presence with excellent verbal and written communication
A natural problem-solver who is calm under pressure and solution-focused
Customer service experience with proven ability in complaint resolution and maintaining client satisfaction
Confidence to make frequent outbound calls, with persistence and empathy
Highly organised with solid time management skills
A collaborative team player who brings positivity and accountability
IT literate with experience using CRM tools and internal systems
Fluent in English (native or near-native proficiency)
A self-motivated individual who thrives in a fast-paced, results-driven environment

BENEFITS:

Hybrid working
27 days of holiday + bank holiday
Pension Scheme
Life insurance
Private health insurance with AXA
Access to a laptop as a work tool
Birthday day off

WORK MODEL:

This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.

WHAT WE LOVE ABOUT YOU:

Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.

Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.

For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.

Client Success Representative

About this role

Benefits

About The Knot Worldwide

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